Four Seasons Hotel Optimizes Customer Service and Sales Operations with IceWarp

21-Mar-2012

The Four Seasons in Limassol, Cyprus has been open since 1993 and is independently owned and operated by Muskita Hotels Ltd. It’s a Five Star deluxe property with 304 rooms, 6 restaurants, 4 bars, and extensive conference facilities, Shiseido Spa, a full range of sports and fitness facilities and a shopping area with exclusive boutiques, watches and jewelry. The Hotel is situated on its own sandy beach, which has been awarded with the Blue Flag (a symbol of cleanliness and safety awarded by the European Community) and is 8 kilometers East of Limassol city center.

Objective:

The Four Seasons’ management is constantly looking for effective ways to build strong relations with its customers and optimize sales programs. The Hotel’s website is its important marketing tool that helps the property to attract and retain elite guests from all over the World.

Mr. Nick Aristou, the property’s Executive Director, decided to enhance the website with an online business chat solution. “Our objective was to make it easy for our customers to navigate the website,” says Mr. Aristou. “Also, we wanted to convert as many visitors into customers as possible by making it easy for them to complete bookings.”

Solution:

Mr. Aristou, who has a strong technology background, did a thorough review of available products, including such market leaders as LivePerson. However, none of them matched Four Season’s specific needs. The main limitations were the lack of multilingual support, patchy compatibility with tablet users and absence of robust archival features.

Then Mr. Aristou came across LiveWebAssist, a chat solution deployed on the IceWarp site, and realized it was the perfect match. He decided to try it out on the Four Season’s site, but then found out it was not the final release yet. Still, Mr. Aristou went ahead and launched LiveWebAssist at Four Seasons’ webpage, assigning three operators to interact with customers.

Results:

From the very beginning, the Four Season’s customer service team was making the most of LiveWebAssist’s multilingual interface and Knowledgebase support features to interact with customers in English, Greek and Russian.. The property’s sales and marketing team started to see LiveWebAssist’s effect almost immediately – the bookings increased.

“LiveWebAssist contributed a lot to this on many occasions,” says Mr. Aristou. “Our analysis showed that customers booked because they were given real-time explanations through the chat service.”

Four Season’s technology team also liked LiveWebAssist’s capability to recognize returning Website visitors.

“The excellent feature helps an operator to resume the conversation from the same spot where it was ended or interrupted,” says Mr. Aristou. “That makes users spend on average 7-8 minutes on the site, a very high indicator.”

In an approach radically different form other chat products, LiveWebAsisst supports the InLine no-flash chat architecture, eliminating pop-up windows. This design allows more visitors to initiate chat sessions, because they don’t have to deal with popup blockers and assures usability for visitors from tablets like iPad or Android.

Additionally, this option gives actionable information about the visitors’ behavior.

“The operators can tell exactly where the user is on the site, so they can offer them immediate assistance, tell them where to go and answer questions with a high degree of relevancy,” says Mr. Aristou. “It’s a very useful feature.”

LiveWebAssist’s analytical capabilities helped the hotel to optimize its Internet marketing strategy.

“LiveWebAssist analytics capabilities are very good,” notes Mr. Aristou. “They are helping us to locate sources our customers are coming from. It’s a very effective tool, especially when used in conjunction with Google analytics.”

Another feature Four Seasons’ team found practical is LiveWebAssist Knowledgebase. At any point of the conversation, it allows to insert pre-approved messages (such as terms and conditions, cancellation policy, etc.) as well as URLs and graphics with a single click.

“It has been very useful, we have almost three pages of knowledgebase content now,” notes Mr. Aristou. “The option provides more professional outlook and helps to standardize responses. Operators don’t have to think about how to phrase them. In the near future, we are planning to extend the knowledgebase with images and, possibly, videos.”

According to Four Seasons’ technology team estimates, the training and ramp-up process was painless.

“The functionality of the program is simple, anybody who can use a social chat program can get accustomed to LiveWebAssist very easily,” notes Mr. Aristou.

For the support function, Four Seasons team used LiveWebAssist Direct Chat Technology, the VIP connection that gives dedicated access to key IceWarp support personnel. This option makes it possible to reach the important contacts no matter where they are – at their desktop, off-site, or on the road.

“The VIP link option has been very useful, and IceWarp support team was very prompt,” says Mr. Aristou.

Four Seasons is now planning to expand LiveWebAssist functionality.

“We are considered using it on mobile devices, and, possibly, integrating the solution with a new CRM system,” says Mr. Aristou.

In the future, the property is thinking about hiring more operators and starting to use LiveWebAssist automated translation functionality.

ROI

According to Mr. Aristou’s estimates, LiveWebAssist was showing compelling ROI from the day it was implemented.

“Just from my own observation, from the number of bookings that have been converted directly through LiveWebAssist, I can say that it has paid for itself almost immediately” says Mr. Aristou he would definitely recommend LiveWebAssist to other organizations in the hospitality industry.

“Selling hotel rooms is always a complex matter,” says Mr. Aristou. “Usually, hotel bookings for five+ star hotels are a very high-value item. It’s not a $10-20 purchase from Amazon. They are usually $5,000-6,000 per transactionand there are many issues for potential customers to understand before they actually commit to book. Anything that can give a customer greater confidence and prompt him to make a decision to buy is very valuable. LiveWebAssist gives us exactly that.”


More news

Headlines

map
14-Apr-2015

Australian Competition and Consumer Commission chairman Rod Sims says greater competition is key to lifting service levels of the country's major airports.

Commenting on the ACCC's annual Airport Monitoring Report for 2013-14, which looks at Australia's four major airports, Sims said only Brisbane airport delivered a 'good' quality of service, with Perth and Melbourne at the lower end at 'satisfactory'. "Competition would make a world of difference to airport performances." he said.

The report said of the monitored airports, Brisbane Airport continued to be rated highest by both passengers and airlines. Sydney Airport's overall average quality of service rating increased by 4.7%, but remained at ‘satisfactory'. Passengers continued to rate Sydney Airport lowest of the monitored airports.

...read more
13-Apr-2015

Thai outsourcer Advanced Contact Center, a subsidiary of mobile telco Advanced Info Services has been named a "Best of the Best" employer in 2015 by global human resource firm Aon Hewitt.

The Best Employers study, first conducted in Asia in 2001, studied almost 100 companies in 12 Asian markets over a nine-month selection process before naming 11 best employers. Aon found the most noticeable trends that emerged in the 2015 Best Employers research shows that the best Thai employers have high rate of filling vacancies internally and they attain 10% higher growth in profits than market average.

Best employers in Thailand also have high engagement scores at 87%, significantly above the market average of 63%. They are also successful in motivating Gen Y engagement to have the score at 84% while other companies see the average score of only 62%.

...read more
14-Apr-2015
Accessibility, Control and Collaboration-Focused Enhancements to Lifesize Cloud Empower Businesses to Equip Every Person and Every Conference Room with Easy-to-Use Video Communications

Sydney – April 14, 2015 – Lifesize, a division of Logitech (NASDAQ:LOGI) (SIX:LOGN), has announced enhancements to its award-winning Lifesize® Cloud video conferencing service. The new features provide greater accessibility, control and collaboration to enable every person and every conference room with easy-to-use, powerful performance in video communications technology.

These - and regularly scheduled future enhancements to Lifesize Cloud - continue to fuel global adoption of the video SaaS offering and Lifesize® Icon™ family to deliver a truly Connected Experience as more than 1,000 companies have subscribed to the service, logging millions of meeting minutes during the first 10 months of availability.

"From small businesses to global corporations, the demand for cloud-based video communications is exploding,” said Andreas Wienold, Vice President International of Lifesize. “Consumer applications have influenced the need to be fully accessible, anywhere at any time. Lifesize Cloud delivers the industry’s most integrated video experience, making it easy to connect across offices, small or large conference rooms and mobile devices in a scalable way.”

“Video conferencing as a whole has shifted from hardware to SaaS, which has significantly increased the range of opportunities for cloud solutions,” said Andrew W. Davis, researcher, analyst, and opinion leader in the field of collaboration and conferencing for Wainhouse Research. “Lifesize is continuously updating their cloud solution to provide customers with the most relevant and useful features, ensuring that they have the best possible experience. From easy scheduling to Lync interoperability to browser-based calling, Lifesize makes it easy for any organization to adopt video conferencing into their everyday lives.”

Lifesize Cloud brings simple, easy-to-use and scalable video communications to every person and every conference room, across devices, applications, browsers and Lifesize endpoints. The new enhancements include:

  • Interoperability with Microsoft® Lync®: Any one of the more than 100 million enterprise Lync users can join meetings hosted on Lifesize Cloud from their Lync client application with just one click
  • 40-way group calling: Host large company meetings so you can connect more people in more places with the new 40-way group call feature.
  • Quick and easy scheduling in existing workflows: With the new Microsoft Outlook® add-in and Google Chrome™ extension, users can now schedule video meetings and invite anyone directly from Google Calendar™ or Outlook—no need to open the Lifesize Cloud app.
  • Browser-Based Calling: Whether you use Google Chrome or Internet Explorer®, you can make “one-click” Lifesize Cloud video calls directly from your web browser. Lifesize customers and guest users that join meetings via browsers are greeted with a newly refreshed Call Me page featuring a clean and visually stimulating interface
  • Enhanced Control Settings: Take control over your meetings with the new lecture mode, mute all and layout option features. With lecture mode, users can assign a primary presenter to show full screen, allowing a single person to take the reins. When creating a meeting, simply select who will be the presenter. Meeting owners can also now mute all participants to optimize the meeting audio and choose between two different sets of configurable layout options.
  • Account insights: Monitor which teams are leveraging video conferencing with the new active/available user dashboard. With this report, account managers can reallocate Lifesize Cloud accounts across the organisation to get the most out of their investment.
  • More devices: Join your video conference from the latest Android™ devices including Samsung™ Galaxy Tab® Pro 12.2, Samsung Galaxy Note® 4, Motorola™ Moto™ X 2013 edition and iOS devices including iPhone® 6 and iPhone 6 Plus.

These updates follow the January announcement of two new Lifesize endpoints: Lifesize® Icon 400™ and Lifesize® Icon Flex™. Icon 400 is designed especially for the huddle room and is purpose-built to deliver stunning, easy-to-use video communication with Lifesize Cloud and support all of the ways people communicate. Icon Flex is designed for businesses that already deploy a personal collaboration application and turns any small meeting room environment into a complete conference room solution.

...read more
20-May-2013

Dr Catriona Wallace defines Customer Experience Strategy.



 

...read more

Blogs

your call Social CX